1. MANOVA GmbH Trautsongasse 8 | 1080 Vienna | Austria | T +43 1 710 75 35 - 0 | F - 20 | office@manova.at | www.manova.at WEBMARK Hotels: Cross-national Benchmarking January 2010 Klaus Grabler | MANOVA GmbH

2. Page 2 Phases of project Conception & Adaptation start-up meeting (1 day): determination of content preparation of proposal (1 week) signing of the contract (at least a 3-year contract) revision/adaptation of content: (~ 8 weeks)  adaptation of system structure, creating users, rights etc.  adaptation of reports, input masks  benchmarking criteria, filter, segmentation criteria,  creating interfaces (languages, currency converter, data retrieving)  translation presentation on-site, final coordination meeting and introduction to the system (1 day) current tasks/operations

3. Page 3 Elements of set-up costs Fix elements of set-up costs 4 modules (ratios annual, ratios monthly, guest survey, employee survey) system adaptations  additional content (reports, input mask etc.)  project structure (state, region, cities etc.) coordination meetings, travel expenses translation interface, translation into English currency converter interface Optional elements of set-up costs interface for retrieving data from a server in Slovenia/Croatia server costs further interfaces for the translation into Slovenian/Croatian (translation has to be organised by the partners)

4. Page 4 Elements of current costs Overhead costs administration of new users, assignment of user rights adaptation of reports and input masks setting of filters, segmentation criteria, benchmarking criteria providing support for data cleaning technical support annual meetings/workshops – quarterly in the first year; semi- annually in the following years (excluding travel expenses) Optional cost elements maintenance of data retrieving interface maintenance of translation interface as well further translation into Slovenian/Croatian

5. Page 5 Participant fees & costs for further countries Participant fees p.a. ratios (yearly and monthly) EUR 150 per participant guest surveyEUR 300 per participant employee surveyEUR 150 per participant Costs for further participating countries (SE Europe) Set-up costs EUR 10,000 (one-time) Current costs EUR 7,500 p.a.

6. Page 6 An all-round database for everyone WEBMARK Hotels… connects knowledge by gathering information from other tourism databases „Lohnbenchmarking“ (salary benchmarking) „best for people“ (employee and entrepreneur survey and certification) offers an efficient tool for categorizations and certifications (evaluation of stars | an example)an example is one of the most holistic and up-dated benchmarking tools for the hotel branch (the database contains more than 3000 balance sheets) offers benchmarks for different institutions such as destinations, associations, federal states etc. provides data for lobbying-activities provides information to demonstrate the importance of tourism

7. Page 7 Benchmarking possibilities Benchmarking… >>on national level >> between federal states >>between destinations >>of different structural characteristics

8. Page 8 An database for everyone Overview & advantages continuous monitoring of ratios (monthly and yearly basis) as well as of guest and employee satisfaction data holistic data pool: data of about 1000 hotels in Austria and Germany overview of different areas (ratios, guests, employees) within a system - possibility to combine/connect all these results - hence drawing accurate conclusions revenue management based on simple ratios flexible selection of time periods  measurement of special offers within certain periods (e.g. easter holiday) simple to handle and efficient provision of information

9. Page 9 Size of database current data volume about 3650 financial statements ~1150 financial statements in the year 2005 ~1000 financial statements in the year 2006 ~1000 financial statements in the year 2007 ~500 financial statements in the year 2008 (tentatively) trend data of about 200 hotels Lodging ratios of approx. 120 hotels (since January 2008) ~13000 guest opinions ~2500 employee satisfaction data 210 participants in the year 2009…

10. Page 10 Balance Score Card … provides an overview of all relevant hotel areas! The detail information reveals what’s going on…. … provides objective information for e.g. consultants

11. Page 11 How destinations may benefit … Tourism Cockpit by MANOVA & Fairmas contains … daily benchmark important revenue ratios of the hotel branch forecasts regarding pricing and occupancies data of guest surveys e-mail reporting provides … detailed quality checks for hotels and destinations information about the competitiveness of products, new challenges and future trends vital data for marketing and branding (product image, product placement, effective sales channels per target group, and many more) reliable data for professional yield-management in hotels as well as a price check for destination managers in comparison to other destinations and competitors

12. Page 12 Benchmarking between federal states … Tyrol evaluates development in comparison to Salzburg: Source: WEBMARK Hotels

13. Page 13 Ötztal evaluates development in comparison to Zillertal: Benchmarking between destinations … Source: WEBMARK Hotels

14. Page 14 Increase of satisfaction... … through investments Source: WEBMARK Hotels

15. Page 15 Strengths were revealed … Source: WEBMARK Hotels from: to:

16. Page 16 The number of regular guests was increased… Source: WEBMARK Hotels

17. Page 17 Recognising employees´unsatisfaction Source: WEBMARK Hotels

18. Page 18 Economic data Source: WEBMARK Hotels

19. Page 19 Contact details MANOVA GmbH Trautsongasse 8 | 1080 Vienna | Austria T +43 1 710 75 35 - 0 | F - 20 office@manova.at | www.manova.at Klaus Grabler Managing Director klaus.grabler@manova.at Heidi Kremsner WEBMARK Hotels heidi.kremsner@manova.at

20. Page 20 www.manova.at

21. Page 21 Tool for categorization … Guest evaluation of a 4 stars superior hotel: Source: WEBMARK Hotels back